The system uses the user profile to assign tasks to a processor based on skill levels necessary for the task. You can update, add, or remove a skill for a user. You can also change work queue assignments for the user by adding or removing a work queue from the list of assigned queues.
Users with the queue_admin or queue_manager can update a user profile.
To update a processor profile:
Click Work Queue Monitor or navigate to Work Queue Management > Work Queues.
Navigate to the active work queue.
Click the queue’s number users link in the Active Users column.
Select a user or group.
Select View > Properties > Info or select Properties from the right-click menu.
The Processor Profiles page shows a list of skills that the user has as well as a list of work queues that the processor is assigned to.
To change the processor’s skill set, click Add in the Skills for Work Assignment Matching table.
The Processor Skill page appears with the user name, and a list box of filters associated with the assigned work queues.
Select a work assignment matching filter from the list box.
Select the skills to associate with the processor.
Click OK.